BT has said sorry to customers after Ofcom revealed that it was the subject of more complaints than any other broadband provider in Q1.
Earlier this week, the regulator said that between January and March 2017, it received 34 complaints per 100,000 customers regarding BT.
This was well above the Industry average of 21 complaints per 100,000 customers.
Speaking to Silicon UK, a BT spokesperson said: "We apologise to customers we’ve let down.
"BT cares about the service it gives and we’re investing heavily to make improvements."
For instance, the spokesperson said it is on track with its plan for 90 per cent of customers' calls to be answered by advisors in the UK and Ireland.
More than 2,200 people were recruited as part of this effort, the representative confirmed.
BT also noted that it has invested in improving the software that its call centre advisors use.
The spokesperson said customers are already seeing improvements as these initiatives take effect.
BT went on to point out that while Ofcom received more complaints about BT in Q1, the watchdog itself said the data provides "only one lens on performance".
"Their own research published in April indicates that other providers' customers may have had more reason to complain than BT's, and in many cases, other providers are less effective at resolving complaints," the spokesperson said.
Following the release of the customer complaints data, Ofcom said the figures show "there is still much room for improvement" for some telecoms providers.
Lindsey Fussell, Consumer Group Director at the watchdog, added: "Phone and broadband companies must take all possible steps to improve their complaints handling and customer service, and we expect this to be their number one priority."